Job Description

We currently have an exciting opportunity to join our growing Customer Service Team as a

Customer Service Representative - In Warranty

on a full time, permanent basis.


Our Customer Service Team is at the heart of our business, ensuring every customer receives an exceptional journey. You'll be part of a highly skilled team who provide technical support, resolve issues, and arrange service visits - always aiming for first-time resolution.


This is a fast-paced call centre environment where you'll be supporting customers via telephone and email, combining excellent customer care with strong technical knowledge

.

What You'll Be Doing

Delivering excellent customer service by handling enquiries and complaints professionally. Providing technical advice, fault finding, and scheduling service appointments. Communicating confidently and effectively with customers. Maintaining accurate customer records. Supporting other areas of the contact centre during busy periods. Promoting and living our safety-first culture. Identifying issues, finding solutions, and continuously improving how we work.

What We're Looking For

Experience:

Strong customer orientation and proven experience in a customer-facing role. Background in handling service-related queries within a quality framework.

Skills:

Excellent technical ability. Strong communication skills (verbal and written). Ability to handle difficult situations with professionalism and empathy. Goal-oriented with sound judgement and initiative. Strong team player with high attention to detail.

Behaviours & Attitudes:

Patient, compassionate, and empathetic. Positive, confident, and resilient. Self-motivated, ambitious, and adaptable. A collaborative team player with a strong work ethic.

Our Core Competencies

Drives Results

- Making things happen.

Nimble Learning

- Always remain curious.

Collaborates

- Use your network, sharing knowledge and skills.

Plans and Aligns

- Make it relevant, make it purposeful.

Our Purpose & Behaviours

At the heart of everything we do are our shared values and behaviours:

We Think Big, Learn Fast We Work It Together We Make The Hard Call

Our Values

We commit to being a Home for all, empowering people to Make a Difference.

We are:

Aligned

- in our work together.

Agile

- in the face of change.

Accountable

- to our promises.

Action

- with integrity and transparency.

Why Join Us?

We reward not just the results but the positive impact you make along the way. With a pay-for-performance culture, we value curiosity, collaboration, and the drive to keep improving.

The Benefits

33 days holiday (inclusive of Bank Holidays) Annual Incentive Plan Employee Assistance Programme Life Assurance & Pension Plan Health & Wellbeing Programme (including health cash plan) High Street Reward Scheme & Refer a Friend Programme Free Parking & Eye Care support Flexible working model Employee Recognition Programme

Our Hiring Process

If you haven't heard from us within 4 weeks, please consider your application unsuccessful.

Note for Recruitment Agencies

: We manage our vacancies internally, preferring direct hires and referrals. When needed, we engage agencies from our

Preferred Supplier List (PSL).

Speculative CVs from agencies not on our

PSL

will not be considered, and no introduction fee will apply.


Fortune Brands Innovations are a US-based company, listed on the New York Stock Exchange, that owns and develops a dynamic portfolio of brands for homes worldwide. Our specialist kitchen and bathroom division, Fortune Brands Water Innovations, is made up of leading luxury British brands, Shaws, Perrin & Rowe and Victoria + Albert, plus Riobel from Canada. We market these together under the House of Rohl name.


In addition, Aqualisa completes our portfolio with its market-leading digital showering technology.


Our brands are united by a belief in design, innovation and craftmanship, leading to beautiful and high-quality products.


With manufacturing sites throughout the UK, and a House of Rohl showroom at the Design Centre in London, we currently employ over 600 people, dedicated to delivering excellent products and service throughout our supply chain. A new multi-million pound state-of-the-art facility at the i54 Business Park in Wolverhampton will be completed later this year, generating exciting new opportunities across the business as we continue to grow.


Watch our short video to discover more about Perrin & Rowe, Shaws, Riobel and Victoria + Albert - the brands that make up the House of Rohl.